Updating Tracking Information
Merchants cannot manually update their own tracking information on existing orders from within CommerceInterface. They will need the assistance of a Merchant Success agent to make these changes.
This means it’s imperative merchants do everything they can to avoid broken or inaccurate tracking uploads. However, in the situation that an order's tracking number does need to be changed, merchants will need to follow the steps outlined in this article.
Avoiding Broken/Inaccurate Tracking
Broken or inaccurate tracking cause issues for merchants and their customers alike. That's why it's so important that merchants ensure all information is correct before uploading new orders into CommerceInterface.
The most common cause for broken tracking is inaccurate Carrier Codes. Merchants should make sure they are using the correct Carrier Codes when completing the shipment_carrier field for each order.
Review our list of Approved Carrier codes. Save this file for your future reference.
Requesting Tracking Updates
1. Download information from CI and complete it for all affected orders.
For Column A, use the "ORDER ID" as listed in CommerceInterface.
2. Format all data fields as "Text", then Save As a .CSV file.
If your data is not formatted correctly, our system cannot process it properly. Make certain all numbers are formatted as "Text", and not "Numbers" or "Normal".
3. Submit your tracking updates to the below form.
If you are submitting a tracking update and your new tracking number has already shown delivered on the carrier's website, it is possible that your order will not get invoiced. Please provide additional comments as to why you are requesting a tracking update at all times.
Note: Dead Tracking Orders that are over 30 days old will not be updated, as those may have already been canceled and refunded to the customer.